IT Lead – Customer Experience Engineering

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, and solutions are personal.

Through our expertise in Innovative Medicine and Med Tech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.

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As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Raritan, New Jersey, United States of America

We are searching for the best talent for a IT Lead – Customer Experience Engineering to be located in Raritan, NJ.

This role will lead Global Customer Experience (CX) Engineering capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Touchless order automation and Microservices. The role partners closely with business and technology leaders across Supply Chain, Commercial, and IT to deliver secure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.

• Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
• Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value within Supply chain.

• Drive and lead scalable EDI solution partnering with different Partners to support all Business needs across regions and internal integration needs.
• Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns.
• Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.

• Derive and lead Innovation with agentic AI platforms or architecting AI‑assisted automation or orchestration for integrations.

• Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors
• Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
• Lead budgeting, financial planning, and cost optimization for CX technology services.

• Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Partner with security and compliance teams to implement controls, audits, and risk mitigation.
• Balance speed, innovation, and risk in a regulated enterprise environment.

• Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
• Own CX and operational KPIs, including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
• Use data and insights to drive measurable outcomes and continuous improvement.

• Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field.
• 6+ years of IT experience, including 2-3 years in CX, Supply Chain management, Microservices, Integration patterns.
• Hands‑on experience with EDI (IBM sterling, Open Text).
• Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware, SAP BTP-IS).
• Practical experience delivering Agentic AI solutions.
• Excellent communication and senior stakeholder engagement skills.
• Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.

• Hands‑on experience enabling and onboarding EDI trading partners.
• Experience…